How to Certify - ICMI Professional Certification
Inspire. Educate. Certify
About ICMI Professional Certification
OmniTouch is proud to play a part in elevating the profession of Contact Centre management by offering the ONLY accredited professional certification program for the Contact Centre industry - ICMI Professional Certification. The first of its kind, this industry-recognised certification program develops and validates the competency of Contact Centre professionals.
This comprehensive training and certification program was designed by the industry, for the industry, by the Call Center Industry Advisory Council (CIAC) - a broadly representative group of Contact Centre practitioners and industry subject matter experts -- and identifies role-specific knowledge, skills and attributes (competencies) that underlie superior Contact Centre job performance.
In an era where customer expectations – and the consequences of not meeting them – have never been higher, it’s more important than ever to be at the top of your game. ICMI Professional Certification cultivates a new breed of leaders and managers who create and sustain Contact Centres that consistently deliver outstanding service, optimize customer value and contribute to business goals.
Achieving ICMI Professional Certification requires -
Mastery-level competence of job role responsibilities. Competence is defined by industry-established knowledge, skills, and attributes recognised as the foundation for superior job performance.
Validation of professional competence through testing of knowledge and skills.
Recertification that ensures up-to-date competency and promotes commitment to continuous learning and improvement
Companies committed to ICMI Professional Certification include -
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99% of surveyed Certified professionals said -
They are a more effective manager of operations and processes
They have a greater understanding of key contact center metrics
They have a more disciplined approach to decision-making
As a result of completing the ICMI Professional Certification process.